Analytics Lead, SCC

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

The vision of the Safety & Customer Care (SCC) team is to foster long-term loyalty to Lyft with every support interaction. If we are successful, a Lyft customer will rarely interact with Lyft Support. But when that interaction occurs, their issue is resolved quickly, effectively, and with true care. For a Lyft customer, their experience of Support should be that “Lyft cares about me and made the experience easy.”

As a Data Analytics Lead, you’ll partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving our customers’ support experience. You’ll leverage your analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact. The ideal candidate is a critical thinker and exceptional problem solver who can build strong relationships with different teams, and who is eager to serve as a leader within the broader Support organization to drive our business forward.

Responsibilities

• Partner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goals

• Develop frameworks and scalable processes to drive decision-making and prioritization

• Define the metrics used to measure the success of strategic initiatives and health of our support platform; build dashboards to track metrics over time

• Design A/B tests and execute analyses to evaluate the impact of new product features and operational improvements

• Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience

• Monitor and diagnose KPI performa

Department: SCC Analytics